Manager Customer Service

MICHELE T. BIZZELL

**** ****** ****** ********* *** York 11553*718-***-**************@*****.***

CAREER PROFILE

Operation professional with an outstanding career managing top Fortune 500 Companies. Excellent customer relations skills, upbeat, a game changer, top rating for providing excellence customer service, virtual client base, advisor for all standard process flow manual with in New York Enterprise office. Honest, ethical leader with the highest level of integrity, company team player for all department.

Customer Service Manager

Novitex Enterprise Solution (known as Pitney Bowes Management)

American Express Contract Signed -from 2004- 2015 &until 2017

Manage day to day operations Hub and Spokes delivery of Mail /Accountable from courier

Staff 50 PTE multifunction site. Messenger department, Switchboard, Mail/Shipping departments, Main Mail Hub/Spoke with (3) FTE Driver and (3) FTE Team leader.

Client base with in NY about 5,000 American Express

Direct liaison for NY Client US/International Shipping & Mail department

Service level agreement with NON Amex client with include Locke Lord &Liddell LLP, Securities Exchange Commission, Bliss, Regus, Computer Generated Solution, Eagle Advisors, Serve, Enterprise Growth

Daily Inbound /Outbound delivery of USPS Mail, Courier items include overnights UPS, Federal Express, DHL, Certified, Express.

Cross trained staff with in HUB to cover other sites location. Created an in house floater pool of part timers (coaching & training) for added $$ to margin & overall company value

Monthly Metric and Monthly Regional Enterprise Billing report compiled

Business Continuity Plan created with Client at WTC and HUB to support Critical Business Functions for Mail Services Updated every quarter

Direct liaison with Security Director/Account Manager for Suspicious Parcel and Escalation Procedures

Safety director with drills and rotation of loading and unloading tracks and wrapping skid

Set up all Caller service Boxes and Locked boxes for all American Express clients and other Marketing departments including Non Amex clients with in NY Offices and off site locations.

Maintain Fleet of Vehicles and Drivers to assist with completing pick up &deliveries of Miscellaneous items within NY and Conn office

Performed human resource functions, including recruiting, hiring, coaching, disciplining, and termination of staff. Payroll, merit increase includes performance reviews one on one.

Created and Updated all New York process workflow charts for a jobs performed at location.

Train staff how to use new package tracking system. Track package, retrieve status & signature closure Maintain service level agreement

Maintain and setup International, domestic expiate weekly mail distribution

Maintain Blue box saves driving electrician and miscellaneous pick up an deliveries

Maintain monthly cost of shipping all relocating club employee items home

Maintain domestic and international internal distribution listing daily tracking manually

Lookup all inbound packages/USPS mail due to restacking within building

Created in house research matrix for un identified mail, checks an packages items

Created best practice color code handle stagnated mail/accountable items

Caller service set up at four post office with in downtown area

Pitney Bowes Management Service

Contract signed 2001-2004 Merrill Lynch

Sr. Site Manager oversee multiple building FTE ( Jersey office 15 FTE )(Broadway office 5 FTE)(Washington office 4 FTE) Main office 250 Vesey 25 FTE

Manage instruct, and train employee : Manage day to day operation

After 911 updated and delivered 28,000 pcs of back dated mail and packages

Researched and created a manifest for delivery of 2 million dollars in back dated checks. Signature tracked

Monthly departmental meetings for new projects and procedure changes update

Monthly Billing reports and Monthly Metric completed for Regional Client report

New package tracking system implemented

Inbound /Outbound courier items USPS weighted, x rayed and tracked daily

New mail data base completed for NY, NJ with add on new business Messenger Center

Established a process for extra staff available during high peak volume for major holidays

Monthly flyer update for Admins. Set in Admin Monthly meeting

Performed human resource functions, including recruiting, hiring, coaching, disciplinary action including payroll vacation schedules. Merit increase includes performance reviews one on one

Pitney Bowes Business Center

On Site manager assist day to day operation 11/2003-3/2004

Duplication, Scanning, Binding, Color copy

Billing and Invoice

Quality First inspection of all outbound work

Dispatch delivery to various client locations

Pitney Bowes Floating Manager

Floating Manager

Liberty Insurance,various other client sites 4/2003-11/2003

Train other staff for mail distribution, copy, receptionist, records room, audit, billing, metric

Assist different account manager with startup (BMG contract: Liberty renew contract)

Pitney Bowes Management

Contract Richards O’Neil 1997-2003

Site Manager day to day operation

Staff of 12 department includes mail, copy, fax, outside messenger delivery

Billing and Metric, Payroll functions, including recruiting, hiring, coaching, disciplining

Floor Plan coordinator, Data entry mail code an update data base

Inventory Control tabs, paper, mailing supplies, envelopes, binding material

Education

Novitex H.R. Training and New Business skill soft module

Pitney Bowes Management Training courses & Skill soft modules

Grumman Aerospace Manager training course

Nassau Community College Business courses

Delhi State

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